Terms of Service
The ground rules for shipping with us.
These terms describe how our agency arranges shipments, what we expect from you, and where our responsibility starts and ends.
- Last updated
- January 2025
- Applies to
- All shipments
- Questions
- Contact the agency
Our service
What the agency does
Arranging shipments
We coordinate air, sea, road and express transport with third-party carriers. Shipments are registered by an administrator after arrangements are agreed.
Estimates
Transit times and delivery dates are estimates. They can change because of weather, customs, carrier schedules or other events outside our control.
Your responsibilities
What we ask of you
Accurate information
You must give correct contact details, contents, weight, dimensions and declared value. Wrong information can cause delay, extra cost or seizure.
Lawful goods only
You must not ship prohibited items. Restricted items must follow the conditions in our restricted items guide.
Packing and paperwork
Goods must be packed to survive transit, and required customs documents must be provided on time.
Liability
Loss, damage and delay
Carrier terms apply
Liability for loss or damage is generally governed by the terms of the carrier moving your cargo and applicable transport conventions.
Insurance
For valuable or fragile goods, ask the agency about insurance before dispatch. Declared value affects any compensation.
Duties and taxes
Customs duties, taxes and fees imposed by authorities are the responsibility of the party agreed before dispatch.
Questions
Good to know.
Can these terms change?
Yes. We may update them from time to time. The date at the top shows the latest revision.
Who do I contact about a claim?
Contact the agency as soon as possible after delivery or expected arrival, with your tracking number and details of the issue.
